Supervisor, Contact Center Operations DFW

Wal-Mart Fort Worth , TX 76102

Posted 2 months ago

  • Anticipates and prepares for upcoming resource or information needs

  • Coordinates, completes, and oversees job-related activities and assignments

  • Ensures agent productivity, manages associate performance, and drives floor production

  • Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity

  • Modifies and adjusts Contact Center operations as required to meet service level agreements

  • Provides supervision and development opportunities for associates

  • Resolves escalated customer and associate calls and/or issues

Minimum Qualifications

  • 1 year of supervisory experience.

  • 2 years experience addressing and responding to customer requests in the customer service, contact center, or retail industry.

  • Associate's degree in Retail Management, Business, Psychology, Counseling, Business Administration, or related field OR 2 years experience in retail management, business, psychology, counseling, business administration, or related field.

Preferred Qualifications

  • 1 year contact center experience.
  • 3 years Walmart Stores experience.

About Walmart.com

The Walmart US eCommerce team is rapidly innovating to evolve and define the future state of shopping. As the world's largest retailer, we are on a mission to help people save money and live better. With the help of some of the brightest minds in merchandising, marketing, supply chain, talent and more, we are reimaging the intersection of digital and physical shopping to help achieve that mission.

All the benefits you need for you and your family

  • Multiple health plan options

  • Vision & dental plans for you & dependents

  • Associate discounts in-store and online

  • Financial benefits including 401(k), stock purchase plans and more

  • Education assistance for Associate and dependents

Frequently asked questions

  • On average, how long does it take to fill out an application?

On average, it takes 45-60 minutes to complete your application for the first time. Subsequent applications will take less time to apply as our system saves some of your application information. Please note that some positions require the completion of assessments in order to receive consideration for that role. Those would take additional time.

  • Can I change my application after submitting?

No, you cannot change your application after submitting, so please make sure that everything is finalized before you hit the submit button.

  • How do you protect my personal information?

Processing of information on paper is minimal, and Walmart processes application information using an applicant tracking system (ATS). Access to the data within the ATS is restricted to authorized personnel, and the system itself is held to high security standards by Walmart.

  • What are the recommended Internet Browsers for applying for open roles?
  • Internet Explorer 8.0+
  • Firefox 4.0+
  • Safari 4.0+
  • Chrome 12+

See All FAQs

Recently viewed jobs


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Director Contact Center Operations

Wal-Mart

Posted 4 days ago

VIEW JOBS 6/16/2019 12:00:00 AM 2019-09-14T00:00 * Provides strategic direction for the Walmart.com captive contact center to ensure the resolution of escalated and high-touch customer issues * 2 Operation Manager Direct Reports with 2nd line supervisors of 15-20 team managers * Total Agent size: Non-Peak 150-175, Peak up to 500 with remote supervision of an additional 200-250 (redundancy center). Also includes managing WFH agents and managers * Successful leader will be able to work in conjunction with L&D and WFM for budgeting and on-boarding all new hires * Partner with key business groups to ensure appropriate processes are developed to provide critical feedback to their teams to improve the customer experience while shopping online. * Develop and implement strategic initiatives to increase the overall satisfaction of our customers while reducing costs to the company. * Drives achievement of short- and long-term contact center goals and objectives across captive sites (DFW) by partnering with senior leadership to establish strategies * Oversees the daily operations of multiple business groups (Tier 1 and Tier 2 captive units) ensuring that established service level goals and metrics are achieved * Ensures the contact center performance is aligned with corporate customer service initiatives and goals and controls expenses to meet profit and loss (P&L) expectations. Must build and execute strategy for: * Ramp up and ramp down from seasonal spikes * Career development and career pathing for all operational associates (agent through ops managers) * SLA Metrics * Performance Management for all levels (managing a High Performing Team) Minimum Qualifications * Bachelor's degree in Business Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications, or related field and 5 years experience in retail management, business, psychology, counseling, business administration, or related area OR 7 years experience in retail management, business, psychology, counseling, business administration, or related area. Preferred Qualifications * 5 years' supervisory experience. * 5 years experience in project management. * 8 years experience in customer service, contact center, service desk, or related area. * 8 years experience managing teams in an operations or production environment. About Walmart.com The Walmart US eCommerce team is rapidly innovating to evolve and define the future state of shopping. As the world's largest retailer, we are on a mission to help people save money and live better. With the help of some of the brightest minds in merchandising, marketing, supply chain, talent and more, we are reimaging the intersection of digital and physical shopping to help achieve that mission. "I have switched careers twice within Walmart and each time my leadership supported me in learning an entirely different business. " — Scott, Senior Manager All the benefits you need for you and your family * Multiple health plan options * Vision & dental plans for you & dependents * Associate discounts in-store and online * Financial benefits including 401(k), stock purchase plans and more * Education assistance for Associate and dependents Frequently asked questions * On average, how long does it take to fill out an application? On average, it takes 45-60 minutes to complete your application for the first time. Subsequent applications will take less time to apply as our system saves some of your application information. Please note that some positions require the completion of assessments in order to receive consideration for that role. Those would take additional time. * Can I change my application after submitting? No, you cannot change your application after submitting, so please make sure that everything is finalized before you hit the submit button. * How do you protect my personal information? Processing of information on paper is minimal, and Walmart processes application information using an applicant tracking system (ATS). Access to the data within the ATS is restricted to authorized personnel, and the system itself is held to high security standards by Walmart. * What are the recommended Internet Browsers for applying for open roles? * Internet Explorer 8.0+ * Firefox 4.0+ * Safari 4.0+ * Chrome 12+ See All FAQs Recently viewed jobs Wal-Mart Fort Worth TX

Supervisor, Contact Center Operations DFW

Wal-Mart